Enable Auditing on Tickets

You can enable the auditing feature to track changes in ticket attributes. The changes include actions taken by the user and changes on key ticket fields. Auditors can verify changes in the Activity History of a ticket and track everything from submission to closure. Updates from any user on the following fields are tracked and shown in the activity log:

Source
Requester
Ticket Description
Ticket Details
Priority
Impact
Severity
Business Criticality
Urgency
Categorization (CCTI)
Affected Service
Custom Field Attributes

Note: The Business Criticality field is audited for the Change Ticket and the Severity field is audited for both Problem and Incident tickets.

The analyst can select a closure category while closing a ticket. If Auditing is enabled, the system records the date and time of the closure, and the previous value for the closure category. You can use the Advanced Reporting features to generate reports on changes to any of the listed fields.

Follow these steps:

Navigate to MANAGE> ADMINISTRATION> Tools> Configuration Parameters.
Search for the ENABLE_TICKET_FIELD_AUDITING configuration parameter.
Set the Parameter Value to Yes.
Click Apply Changes.